Medical Device Product Support Specialist II

Bausch Health Companies Inc.; Seattle (WA); On-site; USD 32,000 - 43,000; Full time

Benefits offered by this job

Medical coverage (comprehensive)

Dental and Vision

401(k) with company match

Discretionary time off

Paid sick time

Stock purchase plan

Tuition reimbursement

Parental leave

Short-term and long-term disability

Life insurance

Paid holidays

Employee discounts

Job summary

Solta Product Support Representative II is responsible for 1st level troubleshooting and technical support to customers and distributors, with RMA logistics responsibility. The role requires knowledge of Solta products and professional customer service to maximize satisfaction.

Key duties include using CRM/ERP databases, managing cases end-to-end, dispatching field engineers, and collaborating across teams. A minimum Bachelor degree with 2+ years in an office environment is required.

Qualifications

• Minimum Bachelor degree with 2+ years of office experience.
• Experience with CRM/ERP systems and customer support processes.
• Strong written and verbal communication skills.

Responsibilities

• Provide effective troubleshooting to customers and distributors via phone and email.
• Use CRM/ERP to manage cases from start to finish, including RMAs.
• Process forward/reverse service parts and loaner shipments (RMA logistics).
• Dispatch Field Engineering for repairs in the field.
• Document all support activities in the Product Support database.
• Identify and escalate reliability issues to the appropriate team.
• Coordinate with other teams and departments; perform special projects.

Skills

Customer communication

Team player

Multitasking

Problem solving

Education

Bachelor's degree

Tools

Salesforce.com

ServiceMax

Microsoft Dynamics 365

Job description

Solta Product Support Representative II is responsible for 1st level troubleshooting and technical support to customers and distributors, with RMA logistics responsibility. The role requires knowledge of Solta products and professional customer service to maximize satisfaction.

Key duties include using CRM/ERP databases, managing cases end-to-end, dispatching field engineers, and collaborating across teams. A minimum Bachelor degree with 2+ years in an office environment is required.